JOB PURPOSE

The Patient Support Associate provides patient-facing and administrative support within the University Clinic System (including Radiology, Functional Kinesiology, Check-In, and Check-Out) to ensure a smooth, efficient, and timely patient experience. This position serves as a primary point of contact for patients and visitors, performing check-in and check-out, scheduling, payment processing, EHR documentation, and coordinating equipment, and documentation. In this capacity, the Patient Support Associate is familiar with and supports the mission of the University, the College of Chiropractic, and the Clinic System.

ESSENTIAL JOB FUNCTIONS

1. Assure appropriate patient flow and adapt when necessary.
2. Crosstrain and maintain proficiency at all front-facing and support stations within the clinic system (e.g., Radiology, Functional Kinesiology, Check-In, Check-Out) and complete all required trainings within established timeframes.
3. Serve as a positive first point of contact, greeting and assisting patients and visitors to ensure a high-quality patient experience.
4. Provide accurate, helpful information regarding the clinics to all inquiries in person and over the phone.
5. Communicate knowledgeably with patients and potential patients regarding chiropractic care, University Clinics, and the University.
6. Perform patient check-in and check-out, including collection of outstanding balances; accurately post payments, provide receipts, and reconcile individual daily receipts with batch postings and applicable system reports (e.g., NextGen).
7. Create, prepare, and maintain patient files and forms; enter and update demographic and clinical data in the electronic health record (EHR).
8. Maintain knowledge of all patient forms and ensure all required forms are completed, scanned, and filed accurately and promptly in accordance with established QA procedures.
9. Coordinate patient records with other departments of the clinic system, ensuring HIPAA compliance and confidentiality.
10. Schedule new and recurring patient appointments in person and over the phone according to established processes.
11. Monitor and maintain the cleanliness, orderliness, and readiness of waiting areas, exam rooms, office areas, and workstations.
12. Promptly report any equipment or systems that are not in proper working order.
13. Assist with the preparation of clinic reports and other clerical or administrative tasks as requested.
14. Interact pleasantly and professionally with student interns, clinicians, faculty, staff, patients, and visitors.
15. Perform additional duties and responsibilities as assigned.

ADDITIONAL DUTIES AND RESPONSIBILITIES

1. Exhibit strong student- and patient-centeredness.
2. Anticipate, listen to, understand, and respond to the needs of patients, students, and other stakeholders.
3. Perform special projects.
4. Be an active participant in a culture of positivity, collaboration, and teamwork within the clinic system.
5. Deliver work products and services in a manner that reflects positively on the clinic and the University.
6. Treat all others with respect; demonstrate cultural awareness, inclusivity, and professionalism with diverse populations.

REQUIRED QUALIFICATIONS

1. Associate’s degree, or a combination of High School/Equivalency.
2. At least two (2) years of experience in a clinical setting and business office.
3. Experience with Microsoft Office Suite.
4. Experience with electronic health records (EHR) software.
5. Excellent customer service skills.
6. Demonstrated ability to maintain focus, exercise good judgment, take initiative, and work autonomously.

PREFERRED QUALIFICATIONS

1. Five (5) years of experience in a clinical setting.
2. Experience with electronic health records.
3. Proficient knowledge of Microsoft Office Suite.

PHYSICAL DEMANDS

1. Ability to operate standard office equipment.
2. Ability to communicate and exchange information; collect, compile, compare, and prepare work documents; set up and maintain work files.
3. Majority of time spent interacting with students and patients and working at a computer monitor to identify and update information and perform data entry.
4. Ability to lift up to 25 lbs., including retrieving and placing materials on high and floor-level shelves.
5. Ability to perform activities including standing, walking, carrying, grasping, hearing, seeing, sitting, kneeling, climbing, balancing, stooping, crouching, and reaching.

WORKING CONDITIONS

Work is performed in a general clinical environment.